ReScore Reviews™ (5)
We spoke on the phone, and again I apologize for the math error at your last visit. Rest assured, we will check you oil consumption rate very carefully at your next visit and move forward with a repair if the consumption rate is excessive. We look forward to seeing you at your next visit.
Thanks for the feedback. I see that you had a level 2 service completed at your last service. I'm not sure how the tech would have gotten grease on the dashboard, however our goal is to always ensure the vehicle is returned cleaner than we found it. We apologize for the over site and would be happy to perform an interior detailing as a goodwill gesture for our mistake. Please call our service department to schedule a time that will be convenient for you. We will also be happy to top off all of the fluids again. We apologize for the inconvenience.
Thanks for sending in your review. We were aware that the process was not smooth, so your comments were fair, and became the focal point for a team meeting. Beginning with a data entry error on the transmission/wheels - Human error, but should not happen. We’ve discussed it with that person, and made them aware that a simple mistake can be costly both in dollars and reputation. The sales associate was new to the team, eager to do things right. On one hand it sounds like they missed some cues in your conversation, but at the same time it is to your benefit to hear the finance or lease programs. It was not the right thing for you, but other folks do change their mind after hearing the options. Still, the presentation needed polish. Lastly, the delays in having the car ready on time was a service issue, and thus we brought the service managers in to go over the issues you experienced. Overall, we want you to be excited about the vehicle, and it’s on us that you were disappointed. We have high expectations for what we do, so this one was certainly a reminder that even though we have very high ratings, we must work to improve.
We are sorry you felt you had a bad experience at our dealership. When you brought the vehicle in for us to look at, the technician did find two nails in the tire. We perform a thorough inspection of our vehicles before they are sold and it is unusual that these nails would have been overlooked. That being said, customer service is important to us, which is why the general manager agreed to cover the cost of replacing the tire as a goodwill gesture. We apologize that the communication process broke down between our parts and service department. You should have been contacted as soon as the tire came in. We have addressed our special parts ordering process and have put measures in place to ensure that this does not happen to other customers. We appreciate your feedback, as it helps us improve our processes to better serve our customers.
We can certainly understand your frustration, however it should not be with the Subaru product. Your vehicle is still covered by the bumper to bumper manufacturer's defect warranty. This warranty covers all defects in workman ship, but it does not cover damage to a vehicle from an outside influence. As you mentioned at the last service when speaking with the Service Director, the "tinny sound" coming from the driver's door started suddenly after 33,000 miles of driving. When we removed the door panel, we saw clear signs that something had struck the door. the sheet metal was bent around the support braces. Our technician attempted to add sound dampening material to reduce the sound, however due to the impact, the correct fix would be to have the door repaired. This is why we recommended you contact your insurance company and have the vehicle repaired at a body shop. Subaru is a product that the manufacturer stands behind 100%. No manufacturer (including Toyota) will cover damage from an outside influence under the manufacturers defect warranty. We would be happy to recommend a body shop to complete the repairs if that is a direction that you would like to move. Let us know if there is any other way that we can be of assistance.
Thank you for the feedback. We are very sorry to hear that you had another incident with the tire. As you are aware, tires can be very expensive to replace. Depending on tread depth, in some cases it is necessary to replace all four tires if one can not be repaired. At Patriot Subaru, we will always try to remedy the situation with the customer's best interest in mind. If we feel that the tire can be patched, we will always attempt that method to save the cost of new tires. I am not sure if the repair did not hold, or if another issue happened with the tire. in any event, we are sorry you were left stranded and will help in any way that we can.
Your review was received last week. We should have responded sooner, but we took your comments and addressed them at our staff meeting yesterday. As per our policy, we address concerns as a team, so we all can see and learn. With that, we do owe you an apology for not providing service that meets our goals and standards. There were several items as you noted, and we have moved to correct them. Thank you for taking the time to write, and know that it did make a difference.
VJ Donnelly, General Manager
Filled out everything in detail.
Friday before memorial day.
First available appointment
Had to repeat all I submitted online, this process lost the windshield washers
Was talked out of getting plugs and wires, told that it was better to
get the lvl3 service, which I thought included all costs and was never informed otherwise.
Called around 3:30 and told my car has not been viewed. I said I
understood, we rescheduled for first thing Monday, Memorial day.
Came in memorial day, alex had me repeat all, no carry forward from prior
Still forgot the windshield washers
On Memorial day I cant get an inspection.
I forgot the inner wheel well, called later to ask to have that put
in again to look at.
Alex called and said I had some issues they found, was going to be
about 1,000 in repairs, would fix my brake shake.
I asked her about my AC, she said they tested it and said it was
blowing cold. I said to make sure they test it again, she said
Alex said a manager would be needed, he would be in at noon.
Noon came and went, around 4 alex said she would check and let me know
when I arrived.
I had to ask about it yet again, I was told a manager would be calling me.
When I arrived to get my car, I was told the manager that had come in
at noon was now gone by 3pm and would call me.
The next day my car shook on the highway, I was not happy. It rained
too to boot.
No call from said manager on this date
I drove back to the dealership, talked to the service tech from my
first appointment, he remembered me, apologized and offered to install
the wheel well at cost.
He said I would get the first appointment and we chose a tuesday
because he said that way I was assured to be serviced and out first.
He ordered my part and we shook hands.
I came in today at 8, I was second in. I stayed until 9, I talked to a
sales person about a new WRX, took his card.
Around 9 I realized I didnt have my phone, my car was still in the
lot, grabbed my phone. Clearly not being serviced first here.
I called at 2:30, asked for status on my car, was told no one was
available to help me and alex would call me back.
Alex called me at 3:20, almost an hour later to let me know they just
started taking a look at my shaking while braking issue, but the
wipers and inner wheel were done.
When I got to the dealer I was asked to wait 20 minutes and my rotors (found to have an issue last visit) would be addressed.
Now my brakes are fine, but my front right wheel well was put on was put on wrong and a part of it had been left off.
I returned, colin attached the missing piece but didint fix the incorrect install that was existing. This piece rattles now.
My car fresh from its 250 point inspection, with 4 new tires, all wheel alignment and smooth as baby's bottom rotors - isnt perfectly smooth at 65 and slightly wiggles over 80, unless thats the WRX way, I dont think its correct still.
I all through this process was talking to your associates about ordering a 2017 WRX because it had this great lifetime warranty, I have two cards.
I have never had a good experience here, someone smoked in my car during one trip and my pre scheduled oil changes take longer than an hour so I gave up going here for oil a long time ago.